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The Trilby Misso Client Service Charter

Delivering on our commitments to our clients.

We are committed to delivering
client service at the highest
standard every day.

  • We are committed to employing our best efforts to negotiate a just outcome
  • We are committed to employing our best efforts to resolve the claim in a timely fashion
  • We are committed to being honest and empathetic in our dealings with you at all times
  • We are committed to conducting ourselves in a thoroughly professional and ethical manner at all times
  • We will keep you fully informed

We’ll honour these promises to you. Or we’ll pay a penalty to you.

Accessibility/Responsivenes

1.

We will have a team member available to respond to your queries during business hour

2.

We will respond to phone calls within 24 hours or respond to emails and written correspondence within 48 hours, on business working days

Informed*

3.

We will contact you within a 6 weekly period to discuss the status of your claim

4.

We will explain correspondence to you so it can be easily understood

5.

We will notify you within 7 days when a change occurs with the person supervising your claim

6.

We will provide you with a portfolio kit to enable you to conveniently store information that is important to your claim

7.

We will provide you with a full accounting history for all money to which you are entitled, once your claim is complete

8.

If we have not met your request for a face-to-face meeting or video link, we will organise to have one within 7 working days

Security and Privacy

9.

We will take all reasonable precautions to prevent unauthorised access to your personal information

10.

We will ensure your personal information is protected from any other organisation for their marketing purposes

11.

We will (with your assistance) keep your personal information accurate, complete and up to date AND correct any error we make on correspondence that you bring to our attention

12.

We will use secure shredding bins within our premises to ensure client documents are disposed of properly

Committed

13.

We will have your claim independently cost assessed

14.

We will assign a Principal Lawyer to oversee the running of your claim

15.

We will dispatch your settlement money within 72 hours of all funds being available to Trilby Misso

Community/Environment

16.

We will donate $25,000 or more to registered charitable organisations each financial year to honour our commitment to improving the lives of disadvantaged Queenslanders, or we will pay a penalty of $35,000 to registered charities

17.

We will recycle 3 tonnes of paper or more each financial year, or we will pay a penalty fee of $5,000 to an environmental, not-for-profit group

Penalties

You have the right to request a total penalty payment of $50 whenever we have failed to meet promises
1 – 15 outlined in this Charter

NOTE: *These commitments do not apply to clients under the age of 18. For those clients, we will provide you with regular updates and keep you fully informed for the duration of the claim.

Trilby Misso Lawyers Limited has a Disaster Recovery plan. In the unlikely event of activation all Client Service Charter promises will be suspended for the period of activation.

Business hours are Monday – Friday, 8:30am – 5:00pm, excluding Queensland public holidays and the Christmas period.

Trilby Misso Lawyers Limited has an Ethics Officer who is available during office hours to discuss any client issues. The Ethics Officer is Neil Fitzpatrick and he can be contacted on 07 3331 9100.

Download a pdf version of the Client Service Charter, or for more information please email us at